My Callsafe facility has disappeared from My Account

[aa2000]

My Callsafe facility has disappeared from my My Account and today, a couple of callers calling me from numbers that I had previously Callsafe-authorised, have had to go through the authorisation process again to get through to me. 

FYI, the Callsafe facility dialling 1472 still 'appears' to be working, as is my Caller Display.  

[sabelo-TT]

Thank you for feedback. aa2000, I have sent over a private message requesting minor information about the matter as it is currently under investigation. 

Please refer to the private message and we will take it from there onwards. 

[aa2000]

Yes have tried on 2 separate laptops and on my Mobile and get the same issue.

Just to repeat that yesterday I received two calls from numbers that I had previously Callsafe-authorised and which should therefore not have required my authorisation yesterday.  

[sabelo-TT]

Thank you for this as I do apologise for any difficulties caused. 

If I may kindly ask, have you tried using a different device on your end to check if these would still not be visible?

[aa2000]

Yes I checked this morning and the issue still exists. 

[sabelo-TT]

Hello there aa2000, I just wanted to check if the issue still persists as I have alerted the team about this matter and were working to get this resolved. 

[aa2000]

Ok @sabelo-TT , I usually use the Brave browser and I just tested the Edge browser and the issue still persists there too. 

I notice a post in here from another customer who recently switched to VOIP and who is having Callsafe issues.   I have been on VOIP for a number of months and this issue has only just arisen.  

Just to add that I am also a Nominated User for two of my friend's TalkTalk accounts.   Both are FTTC (non-VOIP) accounts and in both cases, the Callsafe facility appears in the correct place in their accounts, so this is not a browser problem. 

[sabelo-TT]

@aa2000 thank you for confirming with feedback as I have just double checked with the team on my end and have reported no faults with MyAccount. 

Just to double check, have you tried accessing your MyAccount using a different browser on your end to see if the issue still persists? For example, should you be using the FireFox browser... Try using the Google browser please. 

[Gliwmaeden2]

@sabelo-TT, it is often the case that such things disappear from My Account. 

It frequently happens with the call boosts too.

My Account often has major similar faults.

[aa2000]

Ok @sabelo-TT , I have logged in and (as I always have done), clicked on 'Manage Your Package'.   This takes me to the page headed 'My Package & Add-Ons'.   Callsafe was always found on this page, but as I reported, it has disappeared.  

[sabelo-TT]

Thank you for clarity @aa2000. Let’s see if we can find the CallSafe option together. Just follow these simple steps:

1. First, log in to your MyAccount.
2. Once you’re logged in, click on your profile name at the top to open a drop-down menu.
3. In that menu, look for and click on 'Packages & Upgrades.'
4. Next, select 'My Package and Services' from the options available.
5. On the 'My Package and Services' page, you’ll see a section called 'My add-ons.'
6. Click on 'My add-ons,' and you should be able to see the CallSafe option there

Please notify once done 🙂 

[aa2000]

Correct @sabelo-TT 

[sabelo-TT]

Hello there @aa2000, 

Thank you for notifying us about this matter. 

I just wanted to check in—are you currently unable to see CallSafe as an option when you look at your MyAccount?